The Opportunity

Chartwell is a Canadian, publicly traded company on the TSX with a market cap of $6.4B. This position oversees the operation of approximately 160 of Chartwell’s owned and managed retirement homes in Ontario, Quebec, British Columbia and Alberta with 26,000 suites and 11,000 staff. Annual revenue is approximately $1.1B. The successful candidate will provide leadership and oversight of a team of 5 Vice-Presidents with responsibility for sales and operations. This person is responsible for meeting or exceeding expected financial, customer service, employee engagement and reputation & risk management results for our retirement properties including operational efficiencies. The person partners with a team of corporate Vice Presidents who provide strategy, support and advice in terms of sales, operational efficiency, marketing, communications, resident care, food service, asset management, lifestyle and programs, human resources/labour relations and policies and procedures. They are a member of the Senior Operations team reporting to the President & Chief Operating Officer of the company.

Key Activities

Customer Experience: Responsible for:

• Ensuring that Chartwell’s retirement homes are dedicated to theChartwell Experienceand effectively implementing our customer experience initiatives
• Responding to and investigating resident/family concerns and complaints that are escalated to corporate office or identified through the Retirement Homes Regulatory Authority
• Ensuring that the annual Resident Satisfaction Survey results are reviewed and action plans developed and implemented by each home with a focus on continuous improvement
• Visiting homes on a regular basis and meeting with General Managers, Managers, Residents and their Families in order to assess customer service

Leadership:

Responsible for:

• Providing leadership and direction to his/her team of Vice-Presidents using our Guiding Principles and focusing on Accountability for Results
• Representing the Retirement Home Platform at senior level meetings and providing operations input on cross functional projects and initiatives
• Liaising with his/her team on strategies, initiatives and directives
• Setting annual goals for direct reports as well as General Managers, Directors of Operations & Sales
• Recruitment and performance evaluation of his/her team of direct reports
• Ensuring that the annual Employee Engagement Survey results are reviewed and action plans developed and implemented by each home with a focus on continuous improvement

Budget & Financial

Responsible for:

• Development of annual operations and capital budgets
• Reviewing monthly financial results and ensuring the team is accountable for their results
• Ensuring that financial operations systems are maintained at the properties
• Communicating financial implications that arise from our retirement homes
• Developing and analyzing the financial implications of properties being considered for repositioning
• Overseeing operational due diligence related to the purchase of any new retirement home acquisitions or developments

Operational and Administrative Systems:

Responsible for:

• Ensuring that the homes are managed in accordance with Chartwell’s policies, procedures, administrative systems and overall expectations
• Working closely with the Property Management team ensuring that the property assets are well maintained and that capital projects are executed in an effective and timely manner
• Ensuring that retirement homes meet the brand experience standards set by Chartwell for sales, food & beverage, care services, housekeeping/laundry services, safety and security and specialized programming (memory living, assisted living) if applicable
• Developing strategic new initiatives as per the business planning process and ensuring that new initiatives are effectively implemented
• Ensuring the effective operational integration of acquisitions and developments

Marketing & Occupancy/Rate:

Responsible for:

• Ensuring that our retirement homes effectively execute on their marketing plans
• Implementing Chartwell’s Sales programs and strategies in our retirement homes
• Reviewing sales metrics and ratios and ensuring that General Managers and Retirement Living Consultants are accountable for these key metrics in order to meet or exceed their expected occupancy and revenue results
• Overseeing the annual and in-year processes with respect to in-place and market rates including promotions and discounts (if applicable)

Regulatory Compliance:

Responsible for:

• Understanding all applicable municipal, provincial and federal legislation that affects our retirement homes
• Reviewing the results of government inspection reports and ensuring that deficiencies are addressed in a timely and effective manner
• Liaising with appropriate government bodies and provider associations as required
• Participating as a Chartwell representative on provider association(s) as required

Other:

• Other duties as assigned by the President & Chief Operating Officer

Qualifications

Experience:

• Minimum of 15 years of progressive leadership positions in senior management roles in seniors housing, hospitality, health care or other related organization
• Experience driving financial results
• Experience managing operational issues as well as driving sales
• Experience in M&A integration
• Demonstrated experience in a service-related business and a commitment to service excellence
• Demonstrated ability to effectively recruit, retain and lead a high functioning team
• Experience in a unionized working environment
• Experience in a publicly traded company is an asset

Education:

• Graduate of a post-secondary education program in business, hospitality, health care, administration or other relevant program
• Demonstrated commitment to continuing education and development

Skills & Abilities:

• Ability to work in an environment focused on accountability for results
• Ability to develop and execute innovative solutions in order to drive results
• Demonstrated budgeting and financial analysis skills
• Demonstrated skills with respect to M&A integration
• Demonstrated management and sales acumen
• Ability to hold oneself and others accountable
• A commitment to customer service
• Ability to coach and mentor staff
• Ability to relate to the needs of an elderly population
• An understanding of the importance of employee engagement
• Ability to work in a high functioning, extremely dynamic team environment
• Demonstrated ability to manage risk
• Experience in overseeing capex/asset management
• Excellent organizational skills with the ability to multi-task
• Excellent problem-solving skills
• Excellent communication skills both written and verbal

Special Requirements

Travel on business is a requirement of this position

Direct Reports

• Vice-President Operations & Sales, Western Canada

• Vice-President Operations & Sales, Ontario East

• Vice-President Operations & Sales, Ontario West

• Vice-President Operations & Sales, Ontario Focused

• Vice-President Operations & Sales, Quebec

• Executive Assistant

At Chartwell, we’re all about Making People’s Lives BETTER: the lives of our residents and their families, and the lives of our employees. Join an exceptional group of diverse, inspiring, and caring people who are empowered to provide personalized, human experiences for our residents and staff through the connections they make every day within our communities.

Chartwell’s commitment to diversity and inclusivity is a commitment to hiring people whose skills and abilities contribute the most to the success of the organization and who reflect the communities in which we live and work. We are an equal opportunity employer and welcome applications from a wide range of qualified candidates, including people with disabilities. If you have questions or require assistance with the application process, please email accessibility@chartwell.com or call 1-888-663-6448.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.